Navigating common challenges and discovering new best practices to realize the full benefits of ESM

How Your Business Can Benefit from Enterprise Service Management Software

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Back in the 1980s, ITSM was founded with some basic principles:

  • Centralize information
  • Standardize workflows
  • Promote collaboration & visibility
  • Automate where possible
  • Progressively iterate and optimize

These same principles were appealing to functions outside of IT, which led to a decades-long expansion of best-of-breed solutions, spanning ITSM, CRM, ERP, HCM, MAP, etc. While these functions continuously iterated and optimized, they remained siloed from each other, inhibiting collaboration, visibility, and ultimately, end-to-end service levels. As a result, a new discipline of service management was introduced with the specific goal of knocking down silos and enabling seamless cross-functional collaboration. In 2017, Forrester coined the name for that discipline as Enterprise Service Management.

Despite being well defined in concept, most companies struggled to realize the next-level benefits of ESM, including: 

  • Integrative efficiencies
  • Increased automation and productivity
  • Greater visibility and control
  • Eliminated waste, particularly at inter-departmental handoffs
  • Increased adoption and user satisfaction

In hindsight, it’s easy to see the reason for so much friction. While SaaS 1.0 was instrumental in enabling the original generation of cloud-based service management solutions, those same technologies actually inhibited the cross-functional and cross-enterprise data sharing and process sharing that are fundamental to ESM. It wasn’t until the recent introduction of SaaS 3.0, that the benefits of ESM could truly be realized.

To learn more about the evolution of Enterprise Service Management, including new best practices for implementing and adopting ESM, download How Your Business Can Benefit from Enterprise Service Management Software.

Learn How Enterprise Service Management
Works for You and Your Team

Increased Productivity

Through less firefighting, more collaboration, and a proactive culture of continuous improvement.

Increased Processes

Including enhanced logistics, inventory management, claim and penalty management, and event management.

Increased Revenue

A faster, more efficient supply chain allows for the protection and growth of revenue.

"I was working 50 hours a week and was never caught up or capturing everything we needed. Now I’m working 40 hours a week. We have more data than we’ve ever had. And when I go home, my desk is completely clean."

See the Clear Difference Supply Chain Service Management Makes in Your Day

Supply chain managers know all too well the story of endless work and chaos. Take a walk on the simpler side of supply chain management, through this guide that illustrates the dramatic differences SCSM makes in a day in the life of a supply chain manager. You’ll receive a clear description of what SCSM is, how it works, and a clear description of improvements you can count on. Customer testimonials further prove out SCSM’s power, by sharing the positive changes it brought to their supply chain processes, company culture, and job in general.

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